Public Mediation

DirecTV (Headquarters) Dispute

M. P. vs. Directv
2230 E Imperial Hwy, El Segundo, California, 90245-3504, United States
Amount Involved: $644.03
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 18151
    • Amount Involved: 644.03
    • Filed On: Aug 22, 2014
    • Posted On: Sep 02, 2014
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (8) - View
Claimant says:
"I was in Brandsmart and was offered a bundled package with Direct TV for the 5 locations in my home that would allow independent programming for each room. I was to get phone and internet service from ATT. On July 17th I signed to have both installed in my home. I was to receive internet 12.0 mpbs speed. When installer came he told me that the neighborhood would only permit 6.0, but that it would work fine. A few days later, when trying to pay bills on line, I got buffering for almost 30 minutes. The speed was so slow that I couldn't use. Due to this problem, ATT released me at no charge.

Direct TV installed their service and when technician left we got error message saying one TV had to be deleted. After a long conversation and getting disconnected in middle of call that lasted 30-40 minutes we were informed another technician would have to come out and that we would get a call back within an hour. When we hadn't gotten return call in a few hours we called back. We were told we would get a call the next morning. We didn't get a call, we called again. Due to this poor service I called to cancel. I spoke with supervisor in retention department when I was informed that I would have to pay to get another technician out to fix the problem. We were going to have to change one of the "genie" boxes for an additional HDDVR receiver to get service we wanted. The Supervisor in Alabama #U7910 Rodriguez told me I would get what I needed at no charge to provide what I was promised. A technician came and installed the new HDDVR and took back one of the "genies". A couple of days later, we got another error message saying we had to delete a TV. When we called service we were told that the previous technician forgot a step to notify the "system" that a new HDDVR had been added. This phone call took almost 2 hours and also had a disconnection. Again we had to make an appointment to have the system reset since it couldn't be fixed over the phone. The technician came and fixed this problem.
That night we tried to watch a movie on Demand. We got an error message saying phone line not connected. We called on that line to customer service (it was working). I spent over an hour doing resets with customer service rep on phone. The best they could do was get a notification that the movie would download in 3 HOURS. They said we needed a technician again. I had had enough. This process had taken a lot of my time and caused great aggravation. The next day I called to cancel and was told that I would have to pay $460 to cancel on top of the $184.03 installation fee that has already been deducted from my account before service was started. They threatened to draft from my account and they would find a way to get their money. I cancelled on 8/13 and service was shut off within 2 days. I received boxes to send equipment back today and the poor service continues. The boxes were not big enough telling me that to ship all equipment. After telling me that if I reinstated my service they would waive cancellation charges, they told me that I don't have 2 HDDVR's. This didn't surprise me as no one ever seems to know what is going on. I had to read them the serial numbers of equipment that I have in my possession. They still argued that I don't have but 1 HDDVR. When the unit was swapped out no one registered in their system. They are supposedly sending another box for other equipment.
I don't feel that I should be charged any fees as I cancelled due to poor service, failure to help, and failure to provide the promised product in a timely manner. I gave them the benefit of doubt over and over again. The promise of satisfaction guaranteed was never met."
...
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What Claimant Wants Hide
1. Refund: all charges Sep 06, 2014 $184.03
2. Cancellation fee Sep 06, 2014 $460.00
3. Other – Pay for claim posting cost Sep 06, 2014 $7.99
4. Other – Physical delivery charges Sep 06, 2014 $2.99
Cash total : $655.01
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Respondent's Counteroffer

There has been no response to this claim from DirecTV. This claim will remain posted until resolved
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